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After installing a new Network Management Card in a supported UPS or device, a user may try to access it through either the local console, telnet/SSH, SNMP, or the web interface and could receive the following or similar message:

"Searching for a Symmetra UPS..." or "Searching for a Smart UPS..." or "Lost communication with UPS.." or "Lost communication with device" or similar

Additionally, the UPS information section of the Network Management Card may be completely missing.

This most likely indicates the Network Management Card has the wrong firmware application on it. You can check the version via the Network Management Card interface via several methods including: via the Web Interface, v3.X.X, v5.X.X - click on Administration tab->General->About, v6.X.X - click on About->Network or via the telnet/SSH/Local interface upon login on the top right hand corner.

Resolution

You can check the version via the Network Management Card interface via several methods including: via the Web Interface, click on Administration tab->General->About or via the telnet/SSH/Local interface upon login on the top right hand corner. Please reference the chart below for common firmware application names and their uses.

Common Firmware Application Names

Device Type

Firmware Application Name

Single or three phase Smart UPS, Galaxy 3500, Matrix UPS

Smart UPS and Matrix APP or sumx

Single Phase Symmetra UPS

Symmetra APP or sy

Three phase Symmetra UPS (except 250/500kVA & PX2)

Symmetra 3 Phase APP or sy3p

Symmetra PX 250/500

Symmetra PX 250 APP or sypx

Rack Power Distribution Units

Rack Power Distribution APP or rpdu or rpdu2g

If you do indeed believe you have the incorrect firmware version, you will need to download and then upgrade the firmware to the latest version, as specified under the Software/Firmware downloads download page below.

Lastly, if the firmware upgrade does not solve the issue, there may be a problem with the Network Management Card or the UPS SmartSlot. On devices with embedded Network Management Cards, it may be a problem with the connection between the Network Management Card and device.

The next step should be to either:

Try a different Network Management Card in the original UPS (verifying its firmware is also up to date and correct)

Trying the original Network Management Card in a different UPS (verifying its firmware is also up to date and correct).

Trying a different Network Management Card module/brain in your device, if available

If you have completed a firmware upgrade and hardware swap and still cannot access any UPS information, please contact APC support.